Job Description :
Customer Engagement Centre Agent
– Contribute to a positive ‘Customer First’ environment within the CEC.
– Achieve Productivity, Care, and Revenue targets ▪ Handle all inbound calls without delay, optimizing. revenue opportunities and communicating flyadeal policies and procedures in a clear polite manner.
– Escalate issues to management for further review immediately when required.
– Engage with Customers using ‘flyadeal voice’, and identify opportunities to ‘surprise and delight’.
– Actively engage with management to produce own Personal Development Plan, identifying development needs to support career growth and exceed KPIs.
– Maintain a thorough knowledge of all flyadeal products, services, systems, and current marketing campaigns, providing accurate information and responses to Customers at all times.
– Ensure all data entered into flyadeal systems is accurate and within established guidelines.
– Support Team Leaders as required with flight disruption actions and system admin (incl. Queue Management and Cancelled Flight processing).
– Monitor Customer feedback and operational issues, escalating recurring issues without delay.
– Work with colleagues across the business to resolve complaints and refine and improve the overall Customer Journey.
Customer Engagement Centre Agent
